Technical Support Specialist at KPA

| Greater Boulder Area
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KPA (www.kpa.io) is a leading provider of EHS (Environmental Health & Safety) SaaS software, online training, and consulting services. KPA’s innovative software platform delivers the visibility and actionable insight necessary for organizations to proactively mitigate operational, regulatory and compliance-related risks – helping achieve regulatory compliance; control risk; protect assets; and effectively train, retain, and manage people.

Come join our team of talented professionals and work with a company that appreciates and rewards people who make a difference. 

The role of the Technical Support Specialist is to assist customers who are experiencing any procedural or operating difficulty with the use of KPA’s applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Technical Support Specialist is responsible to ensure that an effective solution is provided to the user.

Responsibilities

  • Provide oversight and guidance to KPA’s Clients, SME and Partners and encourage a culture that under promises and over delivers.
  • Ability to prioritize and handle incoming customer support issues and ensure response according to defined standards, documenting all related communication/information into a centralized ticketing system.
  • Communicate recurring issues to staff effectively to help foster team cohesion.
  • Assist in troubleshooting and resolution and engage tier 2 technical support when appropriate
  • Address end-user concerns in a competent and professional manner.
  • Provide daily review of completed help desk tickets for accuracy and completeness.
  • Provide constant feedback toward quality improvements to our solutions and ensuring customer satisfaction.
  • Attend and grow from Product or Tier 2 training sessions as required for the handling of new product releases, processes or procedures.
  • Become the trusted voice in KPA for customer issue resolution.

Success Criteria

  • You must be responsible, detail-oriented and conscientious. Your commitment to the customer and to the proper handling of their issues is of utmost importance.
  • Very strong knowledge of computer technology as it relates to the real world.
  • You should have the ability to make people comfortable with KPA’s technology and mission.
  • Become a trusted voice for KPA customers, clients and partners from a customer success perspective.
  • Familiarity with both the Windows and Mac operating systems.
  • Capability to multi-task and address changing priorities is a must. Must possess strong organizational skills and be able to plan, organize, and track tasks for successful resolution.
  • Generally two years’ experience solving computer problems.
  • Certifications and technical degrees are desirable. Familiarity with compliance regulations is a plus.
  • Of greatest importance is that you possess a commitment to guiding the issue to resolution – whether by yourself or by engaging escalation points within the client success organization.
  • Excellent verbal and written communication ability, being able to discuss and explain technical issues in non-technical terms to which a customer can relate. 

Communication Skills

  • This position requires handling information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner. 

Additional Information and Skills Needed

  • This is not a fully remote position. While we remain remote during the pandemic, this position needs to sit locally. Please only apply if you are local, or intend on being local, to our headquarters in Lafayette, Colorado.
  • Self-Directed work habits with the ability to manage time and schedule effectively.
  • Must be able to learn and support new and fast-changing technologies.
  • Excellent interpersonal and team-oriented skills.
  • Good work habits under pressure and the ability to “think on your feet”.
  • Highly proficient with the use of MS Office applications and similar software tool.
  • High energy level.
  • Detail oriented.
  • Must have a good command of the English language in order to provide effective phone, chat, and email support.

Compensation

  • Hourly rate of $19-21 per hour
  • Annual bonus potential up to 7.5%

 

We are passionate about what we do, how we do and why we do it. Our culture is driven by the KPA core values – Integrity, Helpful, Excellence, Agile, Respectful, and Teamwork. Success will be determined by the capabilities, energy and character of the people we bring into our organization and the performance they achieve.

KPA, with headquarters in Colorado and teammates throughout the United Sates, is recognized as one of Colorado's Best Places to Work 2021 by Built In Colorado.

“To be ranked so highly in Built In’s Best Places to Work Awards is a recognition of KPA’s dedication to creating a team of outstanding professionals and our efforts to create a positive and safe workplace culture for everyone,” said Chris Fanning, KPA President and CEO. “I believe we’ve developed a high caliber organization comprised of passionate people who are experts in their respective fields and deliver great value to our customers.”
 
As a growing company KPA values its employees by supporting them with a full benefits package including:
- Medical (both PPO and HDHP plans available)
- Flexible Spending Account or Health Savings Account (dependent on medical plan)
- Dental
- Vision
- Paid Time Off increasing with tenure
- Paid Holidays and floating holidays
- 401(k) match with immediate vesting
- No-cost Basic Life and AD&D Insurance
- Short- and Long-Term Disability Insurance
- Employee Assistance Program
- Telehealth
- Pet Insurance

KPA is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. 

If you need assistance or an accommodation due to a disability, you may contact us at [email protected]

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Vue.jsFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

The Lafayette Y, a coffee shop, brewpub, a variety of restaurants and childcare facilities are all within walking distance. Free Parking!
“I’ve Never Woken up and not Wanted to Come to Work”: How KPA Keeps People Inspired Every Day
Watch

An Insider's view of KPA

What's something quirky about your company?

We have such a diverse workforce! From the Sales team to QA Analysts; people who've spent their careers in auto dealerships to new Environmental Health and Safety graduates; from the steel industry in PA to compliance software in OK to auditors on both coasts and everywhere in between. I'm so pumped to work with so many different kinds of people!

Meghan

Human Resources Specialist

How do you collaborate with other teams in the company?

The SDR team is at the center of outreach and client engagement in many cases. I personally love to collaborate with all teams when asked because in the end we all have the same vision. Stepping outside that comfy little box is the only way to successfully schedule appointments, create opportunities and close deals.

JoAnna

Sales Development Representative

What makes someone successful on your team?

Being in a client facing role, holding a professional & positive demeanor is crucial to one’s success. The ability to empathize with varying clients’ needs & changing communication styles are also essential. Most importantly though, is relationship building. It is our job to instill trust with our clients & once this happens, the rest is simple.

Matt

Senior Implementation Manager

How do your team's ideas influence the company's direction?

The Sales Development function at KPA is a trusted and well-respected voice. The team’s feedback helps drive enhancements to our sales process as well as how we develop as a company and serve our clients better. There’s a regular feedback loop where insights and learnings from the SDR team drive real enhancements to our messaging and direction.

Tyler

SDR Manager

What are KPA Perks + Benefits

KPA Benefits Overview

KPA strives to create a productive work environment by supporting employees and their families with competitive benefits.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
KPA's DEI Group helps to create an inclusive environment for our diverse workforce.
Hiring Practices that Promote Diversity
KPA is careful to source diverse candidates and interviews fairly based on skills and aptitude.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
KPA has provided a place for employees to gather online to take live yoga, stretching, and meditation classes.
Mental Health Benefits
KPA's EAP and Teledoc programs are available to all employees are easy to use resources to support and promote mental health during the pandemic.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 2 weeks of parental leave.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Home Office Stipend for Remote Employees
KPA has provided all employees working remotely during the pandemic a stipend to set up a healthy and productive work environment.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $2000 annually for continuing education.
Online course subscriptions available
Customized development tracks
Paid industry certifications
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